Com Hem appoints Now Interact for Omni-channel optimization

The relationship between Now Interact and Com Hem – Sweden’s leading provider of High Speed Broadband, Digital TV & Telephony – began in 2012 when the primary objective was to increase online sales using Now Interact’s sophisticated Predictive Intelligence technology to control cross-channel journeys through insightful engagements.

„The result spoke for itself. Now Interact contributed to an overall increase of our sales of more than 10% – demonstrating that our digital store could provide higher conversion from the same number of visitors.

When Now Interact started to discuss the possibilities of other customized interactions including VideoChat, Call-in and Co-browse, and how Com Hem could apply a contact channel based on our Online visitors expectations and our overall business objectives, we appreciated that something interesting lay before us. Our objective became not only about increasing sales, but also about decreasing cost whilst at the same time delivering the service our clients expected.“

Jonathan Green, former Head of Online Com Hem

„We believe in a customer-centric approach and understand the fact that our clients move not only vertically but very often horizontally, through our different channels. We also understand that the customer expects to receive excellent service on their preferred channel. However we – as with many other companies – have struggled to meet the expectations of service that a well-informed customer has. Now Interact gives us the ability to view – in real-time – the KPIs needed to visualise, and follow up on, sales and service journeys; and provide our customers with the informed service they demand.“

Jonas Tränk, Marketing Director at Com Hem

„With Com Hem’s dedication to engaging customers in a way that not only drives short-term gains, but also margin and customer loyalty, we are pleased that Now Interact’s Omni-channel optimization suite perfectly meets their demands.”